Junior IT Service Desk Analyst

Description

Role

We are seeking a motivated Junior Service Desk Analyst to join our dynamic IT team. In this role, you will provide first-line support to our users, assisting with hardware and software issues, troubleshooting technical problems, and ensuring high levels of customer satisfaction. This is an excellent opportunity for individuals looking to grow their careers in IT support.

Major Duties and Responsibilities

Respond to incoming service requests via phone, email, and ticketing system.

Diagnose and resolve technical issues related to hardware, software, and network connectivity.

Assist users with applications, operating systems, and account issues.

Document and track all service requests in the ticketing system, ensuring timely resolution.

Escalate complex issues to senior team members when necessary.

Participate in the development and maintenance of support documentation and knowledge base articles.

Assist in onboarding new employees with IT setup and training.

Provide exceptional customer service, maintaining a professional and friendly demeanor.

Stay updated on emerging technologies and industry trends.

Qualifications

Knowledge and Skills

Experience

Up to six months of similar or related experience including time spent in similar or preparatory positions.

Education/Certifications/Licenses

A high school degree or GED is required.

Interpersonal Skills

Courtesy and tact are essential elements of the job. Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring. Communications generally require shorter and not in-depth discussions.

Other Skills

• Associate’s degree in Information Technology, Computer Science, or a related field preferred. • Some experience in a technical support or service desk role is a plus but not required. • Strong problem-solving skills and a willingness to learn. • Excellent communication and interpersonal skills. • Familiarity with Windows and Mac operating systems, Microsoft Office Suite, and common software applications. • Basic understanding of networking concepts is a plus. • Ability to work independently and as part of a team.

ADA Requirements

Physical Requirements

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Salary : $18 - $26